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What Airport Travelers Really Want
by William Brooks, PE
Here’s good news for travelers: Enhanced customer service is paramount for business and leisure travelers and savvy airports are making it a top priority. Through innovative design and technology, airports can evolve into destinations that accommodate sophisticated customers with hassle-free air travel and shorter wait times.
Here are four hints that can take them far:
According to the America THINKS survey by HNTB, more than 55 percent of travelers check in online. Half of the remaining passengers use e-kiosks in the ticket lobby. Less than 22 percent interact with agents. Clearly, passengers choose saving time over traditional customer service.
Airport design that effectively uses technology to improve the customer experience can address what air travelers say is their biggest frustration: waiting. Innovations that improve travelers’ ability to navigate the terminal, reduce wait and transit time, ensure passenger safety and improve their overall travel experience will benefit millions of passengers annually, as well as the economy and the environment.
Bill Brooks is a professional engineer and the Southeast Division Aviation Leader for HNTB Corporation, an infrastructure solutions firm serving major airports around the country. To learn more, visit www.hntb.com.
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